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Content Outline

  1. Chapter 1.1 - Cisco Collaboration Solutions Architecture - Overview
  2. Chapter 1.2 - Cisco Collaboration Solutions Architecture - Deployment and Licenses
  3. Chapter 1.3 - Cisco Collaboration Solutions Architecture - High Availability and Redundancy
  4. Chapter 1.4 - Cisco Collaboration Solutions Architecture - Certificates
  5. Chapter 1.5 - Cisco Collaboration Solutions Architecture - Disaster Recovery and Backup
  6. Chapter 1.6 - Cisco Collaboration Solutions Architecture - IP Network Protocols
  7. Chapter 1.7 - Cisco Collaboration Solutions Architecture - Overview of Codecs
  8. Chapter 2.1 - Exploring Call Signaling over IP Network - Phone Bootup and On Cluster Call
  9. Chapter 2.2 - Exploring Call Signaling over IP Network - Phone Initialization and SIP Signals
  10. Chapter 3.1 - Integrating Cisco Unified Communications Manager LDAP - Overview
  11. Chapter 3.2 - Integrating Cisco Unified Communications Manager LDAP - Synchronization and Authentication
  12. Chapter 3.3 - Integrating Cisco Unified Communications Manager LDAP - Access Control Grup
  13. Chapter 3.4 - Integrating Cisco Unified Communications Manager LDAP - Feature Group Template
  14. Chapter 4.1 - Implementing Cisco Unified Communications Manager Provisioning Features - Manual and Auto Registration
  15. Chapter 4.2 - Implementing Cisco Unified Communications Manager Provisioning Features - Bulk Administration Tools
  16. Chapter 4.3 - Implementing Cisco Unified Communications Manager Provisioning Features - Self Provision Part 1
  17. Chapter 5.0 - Exploring Codecs
  18. Chapter 6.1 - Describing Dial Plans and Endpoint Addressing - Overview
  19. Chapter 6.2 - Describing Dial Plans and Endpoint Addressing - Endpoint Addressing
  20. Chapter 6.3 - Describing Dial Plans and Endpoint Addressing - Call Routing Process and Logic
  21. Chapter 6.4 - Describing Dial Plans and Endpoint Addressing - Addressing Method
  22. Chapter 6.5 - Describing Dial Plans and Endpoint Addressing - Variable Length Dialing and Urgent Priority
  23. Chapter 7.0 - Implementing MGCP Gateways
  24. Chapter 8.0 - Implementing Voice Gateways
  25. Chapter 9.0 - Configuring Calling Privileges in Cisco Unified Communications Manager
  26. Chapter 10 - Implementing Toll Fraud Prevention
  27. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 1
  28. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 2
  29. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 3
  30. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 4
  31. Chapter 12 - Describing Cisco Instant Messaging and Presence
  32. Chapter 13 - Enabling Cisco Jabber in Cisco Unified IM and Presence
  33. Chapter 14 - Configuring Cisco Unity Connection Integration
  34. Chapter 15 - Configuring Cisco Unity Connection Call Handlers
  35. Chapter 16 - Describing Collaboration Edge Architecture - Part 1 - Lab
  36. Chapter 16 - Describing Collaboration Edge Architecture - Part 1 - Lecture
  37. Chapter 17 - Analyzing Quality Issues in Converged Networks
  38. Chapter 18 - Defining QoS and QoS Models - Part 1
  39. Chapter 18 - Defining QoS and QoS Models - Part 2



  1. Chapter 1.1 - Overview of Unity Connection and Integration of Unity Connection
  2. Chapter 1.2 - Configuring Cisco Unity Connection Integration
  3. Chapter 1.3 - Cisco Unity Connection Clustering
  4. Chapter 1.4 - Cisco Unity Connection Deployment and Networking
  5. Chapter 3.0 - Troubleshooting Cisco Unity Connection
  6. Chapter 4.0 - Configuring and Troubleshooting Cisco Unity Express
  7. Chapter 5.1 Overview and Configuring SSO Archiecture
  8. Chapter 5.2 - Overview of SSO Component
  9. Chapter 6.1 - Cisco Unified Communications Manager IM and Presence and Cisco Jabber Integration Overview
  10. Chapter 6.2 - Cisco Unified IM and Presence - Jabber Deployment Options
  11. Chapter 7.1 - Cisco Jabber Customization Overview
  12. Chapter 7.3 - Cisco Unified IM and Presence Jabber Custom Configuration Files
  13. Chapter 7.4 - Cisco Unified IM and presence - Apple Push Notification Service
  14. Chapter 8.0 - Configuring Cisco Unified Communications Manager IM and Presence Service Compliance and Message Archiving
  15. Chapter 9.0 - Troubleshooting Cisco Unified Communications Manager IM and Presence Service
  16. Chapter 10 - Integrating Cisco Unified Attendant Console Advanced
  17. Chapter 11 - Implementing Call Recording and Monitoring

  1. Chapter 1 - Describing Cisco Conferencing Architecture - Part 1
  2. Chapter 1 - Describing Cisco Conferencing Architecture - Part 2
  3. Chapter 2.0 - Configuring a Single Combined Deployment - Part 1
  4. Chapter 2.0 - Configuring a Single Combined Deployment - Part 2
  5. Chapter 3.0 - Installing Cisco Meeting Server
  6. Chapter 4.0 - Using APIs with Cisco Meeting Server
  7. Chapter 5.0 - Configuring a Cisco Meeting Server Scalable and Resilient Deployment
  8. Chapter 6.0 - Configuring B2B and WebRTC Firewall Traversal Connectivity for Cisco Meeting Server - Part 1
  9. Chapter 6.0 - Configuring B2B and WebRTC Firewall Traversal Connectivity for Cisco Meeting Server - Part 2
  10. Chapter 7.0 - Configuring Recording and Streaming with Cisco Meeting Server
  11. Chapter 8.0 - Troubleshooting Cisco Meeting Server
  12. Chapter 9.0 - Integrating Cisco Meeting Server with Cisco Unified CM
  13. Chapter 10.0 - Integrating Cisco Meeting Server with Microsoft Skype for Business
  14. Chapter 11.0 - Installing and Operating Cisco TMS and Cisco TMSXE
  15. Chapter 12.0 - Installing and Integrating Cisco Meeting Management


  • Chapter 1.1 - Architecture of WebEx Calling
  • Chapter 1.2 - Overview of WebEx Dial Plan Part 1
  • Chapter 1.2 - Overview of WebEx Dial Plan On Premises Trunk Part 2
  • Chapter 1.2 - Overview of WebEx Dial Plan Part 3
  • Chapter 1.2 - Overview of WebEx Dial Plan Part 4
  • Chapter 2.0 - Chapter 2 - WebEx PSTN Overview
  • Chapter 3.0 - WebEx User and Feature Provisioning
  • Chapter 4.0 - WebEx Phone Deployment
  • Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 1
  • Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 2
  • Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 3
  • Chapter 6.0 - Deploying vCUBE on Amazon AWS
  • Chapter 7.0 - Detailed WebEx Patterns and pattern matching
  • Chapter 8.0 - Detailed WebEx Call Routing Overview
  • Chapter 9.0 - Cisco WebEx Local Gateway Overview
  • Chapter 10.0 - Cisco WebEx Local Gateway Outbound Proxy
  • Chapter 11.0 - Cisco WebEx Local Gateway Single Dial Peer
  • Chapter 12.0 - Cisco WebEx Local Gateway Caller ID handling
  • Chapter 13.0 - Cisco WebEx Local Gateway Troubleshooting
  • Chapter 14.0 - Overview of Cisco WebEx Control Hub
  • Chapter 15.0 - Deploying Cisco CUBE HA with Redundancy Group
  • Chapter 16.0 - Deploying Local Gateway and vCube to register with WebEx Calling SBC
  • Chapter 17.0 - Configuring SIP Profile for Cisco WebEx Calling
  • Chapter 18.0 - Configuring Call routing to make outbound PSTN calls using Webex calling
  • Chapter 19.0 - Initual Setup for WebEx Calling PSTN and Main Number
  • Chapter 20.0 - Enabling WebEx Calling User with settings
  • Chapter 21.0 - Configuring Device for Cisco WebEx Users
  • Chapter 22.0 - Adding Multiple Devices using Bulk Activation Code
  • Chapter 23.0 - Creating Queue with Agent in WebEx Calling Part 2
  • Chapter 24.0 - Creating Queue with Agent in WebEx Calling
  • Chapter 25.0 - Call park extension and Call Park Group in WebEx Calling
  • Chapter 26.0 - Creating Auto Attendant, Hunt group and Voicemail Group for WebEx Calling User
  • Chapter 27.0 - Configuring WebEx Calling Internal Dial Plan in multiple location



  • Chapter 01 - Overview of Cisco WebEx Contact Center
  • Chapter 02 - Overview of Cisco WebEx CC Core Feature
  • Chapter 03 - Overview of Cisco WebEx CC License
  • Chapter 04 - Overview of Cisco WebEx CC Architecture and Connectivity
  • Chapter 05 - Estimate Sizing of Trunk and Agent Requirement for Cisco WebEx CC
  • Chapter 06 - Cisco Webex Global Datacenter Deployment Overview
  • Chapter 07 - Overview of Cisco WebEx Partner Hub
  • Chapter 08 - Managing Control Hub from Customer Perspective
  • Chapter 09 - Setting up New Customer in Partner Hub for Contact Center
  • Chapter 10 - Cisco WebEx CC Tanent Provission Overview
  • Chapter 11 - Managing Agent, Skills, Skills profile and Multimedia Profile in WebExCC
  • Chapter 12 - Managing Entry Points and Queues Configurations
  • Chapter 13 - Managing Cisco WebEX CC Sites and Teams
  • Chapter 14 - Managing Users and Users Profile in Cisco WebEX CC
  • Chapter 15 - Managing Skills Definition and Skills Profile Attributes
  • Chapter 16 - Cisco WebEx CC - Flows
  • Chapter 17 - Manging Routing Strategy in Cisco WebEX CC
  • Chapter 18 - Overview and Configuration of Google DialogFlow Text to Speech for WebEXCC
  • Chapter 19 - Overview of Cisco WebEx Experience Management Platform
  • Chapter 20 - Creating My First Call Flow using Flow Designer in Cisco WebEx CC
  • Chapter 21 - Overview and Configuration of Cisco WebEx Routing Strategy
  • Chapter 22 - Overview of Tanet Management Portal
  • Chapter 23 - Overview of Agent Desktop
  • Chapter 24 - Overview of Cisco WebEx CC Analyzer
  • Chapter 25 - Integrating Cisco WebEX CC with Google CCAI DialogFlow
  • Chapter 26 - Overview of Google DialogFlow and Natural Language Processing
  • Chapter 27 - Creating Virtual Agent for Chat and Voice for WebEX CC
  • Chapter 28 - Overview of End to End Skills Profile Based on Customer Scenario
  • Chapter 29 - Detailed Overview of WebEx Scripting Flow Builder
  • Chapter 30 - Configuring Chat Capabilities in Cisco WebEx CC

WebEx Contact Center Lab Video

  • Navigating the Control Hub and Contact Center Portal
  • Creating Agent, User and Skills Profile for Users
  • Configuring Sites and Teams
  • Provisioning Contact Center Agents
  • Defining Dialed Numbers, Extensions, Entry Points, and Queues
  • Creating a Call Flow to Agents
  • Adding IVR Functionality to the Call Flow
  • Configuring the Supervisor and Common Supervisor Tasks
  • Loading the Three Default Flows for Webex Connect (Instructor Demo)
  • Configuring Web/Live Chat in WXCC
  • Administering Webex Contact Center (AWXCC)
  • Configuring the Facebook Messenger Channel
  • Configuring the Email Channel
  • Using Visualization to Generate Reports and Dashboards


Cisco WebEx Contact Center Scripting (flow designer)

  • Lab 1 - Introduction to WxCC Flow Designer
  • Lab 2 - Creating WxCC Flow using Play Music Activity
  • Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
  • Lab 4 - Creating WxCC Flow using Collect Digit Activities
  • Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
  • Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
  • Lab 7 - Creating WxCC Flow Using Queue Contact Activity
  • lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
  • Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
  • Lab 10 - Creating WxCC Flow Using Escalate Call Distribution 


More to come


  • Navigating the Control Hub and Contact Center Portal
  • Creating Agent, User and Skills Profile for Users
  • Configuring Sites and Teams
  • Provisioning Contact Center Agents
  • Defining Dialed Numbers, Extensions, Entry Points, and Queues
  • Creating a Call Flow to Agents
  • Adding IVR Functionality to the Call Flow
  • Configuring the Supervisor and Common Supervisor Tasks
  • Loading the Three Default Flows for Webex Connect (Instructor Demo)
  • Configuring Web/Live Chat in WXCC
  • Administering Webex Contact Center (AWXCC)
  • Configuring the Facebook Messenger Channel
  • Configuring the Email Channel
  • Using Visualization to Generate Reports and Dashboards


Cisco WebEx Contact Center Scripting (flow designer)

  • Lab 1 - Introduction to WxCC Flow Designer
  • Lab 2 - Creating WxCC Flow using Play Music Activity
  • Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
  • Lab 4 - Creating WxCC Flow using Collect Digit Activities
  • Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
  • Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
  • Lab 7 - Creating WxCC Flow Using Queue Contact Activity
  • lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
  • Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
  • Lab 10 - Creating WxCC Flow Using Escalate Call Distribution 


More to come


  • Lab 1 - Introduction to WxCC Flow Designer
  • Lab 2 - Creating WxCC Flow using Play Music Activity
  • Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
  • Lab 4 - Creating WxCC Flow using Collect Digit Activities
  • Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
  • Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
  • Lab 7 - Creating WxCC Flow Using Queue Contact Activity
  • lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
  • Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
  • Lab 10 - Creating WxCC Flow Using Escalate Call Distribution 


More to come

  • Chapter 1.1 - Overview of Microsoft Teams deployment
  • Chapter 1.2 - Overview of Microsoft Teams deployment Network Planning
  • Chapter 2.1 - Manage and monitor Teams - Manage Team
  • Chapter 2.2 - Managing Teams Setting and Policies
  • Chapter 3.1 - Configuring Chat, teams, channels, and apps in Microsoft Teams Overview
  • Chapter 3.2 - Configuring Chat, teams, channels, and apps in Microsoft Teams Overview Part 2
  • Chapter 4.0 - Configuring Meetings and conferencing in Microsoft Teams
  • Chapter 5.0 - Overview of Microsoft Teams Rooms
  • Chapter 6.0 - Understand Microsoft Teams apps
  • Chapter 7.1 - Overview of Microsoft Teams voice - Overview Phone System
  • Chapter 7.2 - Overview of Microsoft Teams Voice Basic Phone Feature
  • Chapter 7.3 - Overview of Microsoft Teams Voice Auto Attendant and Queue
  • Chapter 8.0 - Microsoft Team PSTN Connectivity
  • Chapter 9.0 - Calling Plans for Microsoft Teams
  • Chapter 10 - Microsoft Team Operator Connect
  • Chapter 11 - Microsoft Team Direct Routing - Part 1
  • Chapter 12 - Manage telephone numbers for your organization
  • Chapter 13 - Manage voice and calling policies in Microsoft Teams
  • more chapters in progress




  • Chapter 1.1 - Architecture of WebEx Calling
  • Chapter 1.2 - Overview of WebEx Dial Plan Part 1
  • Chapter 1.2 - Overview of WebEx Dial Plan On Premises Trunk Part 2
  • Chapter 1.2 - Overview of WebEx Dial Plan Part 3
  • Chapter 1.2 - Overview of WebEx Dial Plan Part 4
  • Chapter 2.0 - Chapter 2 - WebEx PSTN Overview
  • Chapter 3.0 - WebEx User and Feature Provisioning
  • Chapter 4.0 - WebEx Phone Deployment
  • Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 1
  • Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 2
  • Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 3
  • Chapter 6.0 - Deploying vCUBE on Amazon AWS
  • Chapter 7.0 - Detailed WebEx Patterns and pattern matching
  • Chapter 8.0 - Detailed WebEx Call Routing Overview
  • Chapter 9.0 - Cisco WebEx Local Gateway Overview
  • Chapter 10.0 - Cisco WebEx Local Gateway Outbound Proxy
  • Chapter 11.0 - Cisco WebEx Local Gateway Single Dial Peer
  • Chapter 12.0 - Cisco WebEx Local Gateway Caller ID handling
  • Chapter 13.0 - Cisco WebEx Local Gateway Troubleshooting
  • Chapter 14.0 - Overview of Cisco WebEx Control Hub
  • Chapter 15.0 - Deploying Cisco CUBE HA with Redundancy Group
  • Chapter 16.0 - Deploying Local Gateway and vCube to register with WebEx Calling SBC
  • Chapter 17.0 - Configuring SIP Profile for Cisco WebEx Calling
  • Chapter 18.0 - Configuring Call routing to make outbound PSTN calls using Webex calling
  • Chapter 19.0 - Initual Setup for WebEx Calling PSTN and Main Number
  • Chapter 20.0 - Enabling WebEx Calling User with settings
  • Chapter 21.0 - Configuring Device for Cisco WebEx Users
  • Chapter 22.0 - Adding Multiple Devices using Bulk Activation Code
  • Chapter 23.0 - Creating Queue with Agent in WebEx Calling Part 2
  • Chapter 24.0 - Creating Queue with Agent in WebEx Calling
  • Chapter 25.0 - Call park extension and Call Park Group in WebEx Calling
  • Chapter 26.0 - Creating Auto Attendant, Hunt group and Voicemail Group for WebEx Calling User
  • Chapter 27.0 - Configuring WebEx Calling Internal Dial Plan in multiple location


  • Chapter 1 - Introduction to Cisco UCCX Solutions Module 1.0
  • Chapter 2 - Introduction to Cisco UCCX Module 1.1 - Design and Plan
  • Chapter 3 - Introduction to Cisco UCCX Module 1.2 - Design Consideration
  • Chapter 4 - Introduction to Cisco UCCX Module 1.3 - Understand Call Flow
  • Chapter 5 - Installation of UCCX using Prime Collaboration
  • Chapter 6 - Initialization of Cisco UCCX Cluster with CUCM
  • Chapter 7 - Managing Cisco UCCX Application Server
  • Chapter 8 - Managing and Configuring RmCM Subsystem
  • Chapter 9 - Managing HTTP Trigger in Cisco UCCX
  • Chapter 10 - Overview of Cisco Finesse for Agent and Supervisor
  • Chapter 11 - Creating Basic Cisco UCCX Scripts
  • Chapter 12 - Creating Scripts to collect prompt and menu
  • Chapter 13 - Creating Loop and Decission Making script
  • Chapter 14 - Creating Database Scripts in Cisco UCCX
  • Chapter 15 - Overview of Cisco SocialMiner Integration with Cisco UCCX
  • Chapter 16 - Overview of Outbound dialing in Cisco UCCX
  • Chapter 17 - Configuring Reporting Serve for Cisco UCCX
  • Chapter 18 - Basic Cisco UCCX Call Flow
  • Chapter 19 - Overview of Cisco UCCX Script Debuging
  • Chapter 20 - Overview of Cisco UCCX Administrative Tools



  • Chapter 1 - Overview of Cisco Unified CCX Script Editor
  • Chapter 2 - Basic Cisco Unified CCX Scripting
  • Chapter 3 - Cisco Unified CCX Scripting Variable
  • Chapter 4 - Cisco Unified CCX Scripting General Steps
  • Chapter 5 - Cisco Unified CCX Scripting Session Steps
  • Chapter 6 - Cisco Unified CCX Scripting Contact Steps
  • Chapter 7 - Cisco Unified CCX Scripting Trigger Steps
  • Chapter 8 - Cisco Unified CCX Scripting Call Contact Steps
  • Chapter 9 - Cisco Unified CCX Scripting eMail and Http Steps
  • Chapter 10 - Cisco Unified CCX Scripting Document Steps
  • Chapter 11 - Cisco Unified CCX Scripting Media Steps
  • Chapter 12 - Making Decission and Loop and Counter in UCCX Scripting
  • Chapter 13 - Cisco Unified CCX Scripting User Steps
  • Chapter 14 - Cisco Unified CCX Scripting Prompt Steps
  • Chapter 15 - Cisco Unified CCX Scripting ACD Steps
  • Chapter 16 - Cisco Unified CCX Scripting ICM and Java Steps
  • Chapter 17 - Configuring UCCX For External Databases
  • Chapter 18 - Creating a Java Jar File
  • Chapter 19 - Cisco Unified CCX Scripting String Method
  • Chapter 20 - Debugging a Script


Lecture On Video

  1. Chapter 01 - Cisco UCCE Introduction to UCCE and CVP Bootcamp
  2. Chapter 02 - Cisco UCCE Architecture of Cisco Contact Center Enterprise
  3. Chapter 03 - Cisco UCCE Design Consideration
  4. Chapter 04 - Cisco UCCE Deployment Model
  5. Chapter 05 - Cisco UCCE Central Controller
  6. Chapter 06 - Cisco UCCE Preparing and Installing Cisco UCCE Software
  7. Chapter 07 - Cisco UCCE Organizational Units in Active Directory and Web Setup
  8. Chapter 08 - Cisco UCCE Unified CCE Central Controller - Logger
  9. Chapter 09 - Cisco UCCE Unified CCE Central Controller - Router
  10. Chapter 10 - Cisco UCCE Agent Desk Settings and VRU Type
  11. Chapter 11 - Cisco UCCE Peripheral Gateway PG and CTI Server
  12. Chapter 12 - Cisco UCCE Routing Client
  13. Chapter 13 - Cisco UCCE skill Target Sub System
  14. Chapter 14 - Cisco UCCE uCCE Call Flow with CVP
  15. Chapter 15 - Cisco UCCE Call Routing Post Route from CUCM Call Flow using UCCX
  16. Chapter 16 - Cisco UCCE Scripts Editor and Basic Scripting
  17. Chapter 17 - Cisco UCCE Basic Administrative Scripts
  18. Chapter 18 - Cisco UCCE Basic Scripting with Call Variables
  19. Chapter 19 - Cisco UCCE Overview of Cisco Unified CVP
  20. Chapter 20 - Cisco UCCE Configuring VXML Gateway for UCCE and CVP
  21. Chapter 21 - Cisco UCCE Creating Network VRU Scripts and CVP Microapp
  22. Chapter 22 - Cisco UCCE Creating UCCE Scripts with CVP
  23. Chapter 23 - Cisco UCCE Installation and Configurations of Cisco Finesse
  24. Chapter 24 - Cisco UCCE Overview and Installation of Cisco Unified Intelligent Center with Live Data 
  25. Chapter 25 - Cisco UCCE Configuration of Cisco CUIC Reporting

Lab Outline

  1. Lab 01 - Preparing Windows Server For Active Directory in UCCE Deployment
  2. Lab 02 - Preparing and Install Microsoft SQL Server 2014 for UCCE Deployment
  3. Lab 03 - Deploying Cisco UCCE Base Software
  4. Lab 04 - Installing and Preparing Cisco CVP Call Server
  5. Lab 05 - Deploying Cisco CVP Operation Console Manager
  6. Lab 06 - Prepare and Install Cisco Finesse Server
  7. Lab 07 - Prepare and Install Cisco Unified Intelligent Center CUIC
  8. Lab 08 - Preparing UCCE Servers with Instance in Active Directory
  9. Lab 09 - Simplex - How To Configure ROUTER in Simplex Mode
  10. Lab 10 - Simplex - How To Configure LOGGER in Simplex Mode
  11. Lab 11 - Simplex - How To Configure Administrator Server and HDS-DDS in Simplex Mode
  12. ab 12 - Simplex - Configure PG to support Unified PG with Routing client
  13. Lab 13 - Simplex - Configure PG to support Unified PG with Non-Routing client
  14. Lab 14 - Simplex - How to Install CVP Call Server and Operation Console in Distributed Environment
  15. Lab 15 - Simplex - Configuring VRU PG for CVP
  16. Lab 16 - Simplex - Configure, Integrate CTI Server and Finesse Server
  17. Lab 17 - Duplex - Migrate Router and Logger To Duplex Deployment
  18. Lab 18 - Duplex - Migrate Unified PG in US Cluster To Duplex Deployment
  19. Lab 19 - Configure Network VRU with Label
  20. Lab 20 - Modifying Agent Target Rule for CVP Routing Client
  21. Lab 21 - Configuring CVP To Work with VXML Gateway and UCCE Server
  22. Lab 22 - Configuring VXML Voice Gateway for Application and Dial peer for CVP
  23. Lab 23 - Creating ECC Variable For UCCE Scripts to support CVP Call
  24. Lab 24 - Creating Network VRU Scripts
  25. Lab 25 - Developing a basic call center script for UCCE with CVP
  26. Lab 26 - Schedule and Test Cisco UCCE Script with Agent Online
  27. Lab 27 - Configuring Redundant Finesse Server
  28. Lab 28 - Configuring Finesse with Variable, Phone Book, Reason Code and Team
  29. Lab 29 - Configuring Workflow in Cisco Finesse Server for Browser Popup
  30. Lab 30 -Routing Calls to Multiple Skills Group From Different CUCM Cluster using Enterprise Skills Group Node
  31. Lab 31 - Configuring Cisco CUIC Reporting For Cisco UCCE Real Time and Historical Databsas
  32. Lab 32 - Integrating CUIC Reporting Server with UCCE and LDAP User





  1. Lab 1 - Overview of Cisco UCCE Administration Tools
  2. Lab 2 - Getting started with Agent Desk Settings
  3. Lab 3 - Prepare and Configuring Network VRU for CVP
  4. Lab 4 - Preparing and Configuration Services and Skills Groups
  5. Lab 5 - Creating Agent, Supervisor and Team Lists
  6. Lab 6 - Configure PG for IP IVR (UCCX)
  7. Lab 7 - Creating Network Trunk and Trunk Group for IP IVR
  8. Lab 8 - Configuring PG For Cisco Unified CM
  9. Lab 9 - Defining Agent Target Rule and Device Target
  10. Lab 10 - Defining Enterprise Skills Group to Route calls to agent from Multiple Unified CM Clusters
  11. Lab 11 - Setting Limit on Number of Skills group per agent
  12. Lab 15 - Creating Precision Queues - Attributes
  13. Lab 15 - Creating Precision Queues - Attributes and Assign it to Agent
  14. Lab 13 - Creating Precision Queues and Rules to select Agent
  15. Lab 14 - Creating SCRIPT for Precision Queue and Testing calls
  16. Lab 15 - Outbound Dialer - Preparing Logger for Outbound dialer
  17. Lab 16 - Outbound Dialer - Configuring PG for CUCM Agent Cluster
  18. Lab 17 - Outbound Dialer - Configuring Dialer Component in ICM
  19. Lab 18 - Outbound dialer - Network VRU and Media Routing PG
  20. Lab 19 - Outbound dialer - Creating Skills Group and Dial Number
  21. Lab 20 - Outbound dialer - Ensure Time and ECC Variable Configured
  22. Lab 21 - Outbound Dialer - Ensure LoggerA outbound dialer is enable
  23. Lab 22 - Outbound Dialer - Dialer Component on PG
  24. Lab 23 - Outbound Dialer - Modify Local Static Route Files
  25. Lab 25 - Outbound Dialer - Modify The Media Routing with Dialer
  26. Lab 26 - Outbound Dialer - Verification of Outbound Component



    Lecture on Video (available now)

    • Chapter 01 - Introduction to Script Editor
    • Chapter 02 - Call Type Contact Data and Scripting
    • Chapter 03 - Categorizing Contacts
    • Chapter 04 - Selecting Routing Targets
    • Chapter 05 - Network VRUs
    • Chapter 06 - Variable and Formula
    • Chapter 07 - UCCE Scripting with Call Variables
    • Chapter 08 - Scripting with External Database
    • Chapter 09 - UCCE Basic Administrative Scripts
    • Chapter 10 - Built-In Function – String Manipulation
    • Chapter 11 - Introduction to Cisco Unified CVP and ICM Scripting
    • Chapter 12 - Implementing Cisco Unified ICM Enterprise Scripting Microapplications
    • Chapter 13 - Overview of CVP Call Studio
    • Chapter 14 - Creating a basic CVP Scripts
    • Chapter 15 - Executing CVP Scripts via UCCE Scripting

    • Lab Outline (available now)

    • Lab 01 - Create a basic UCCE Scripts
    • Lab 02 - Create a script with comment & monitoring object
    • Lab 03 - Routing calls to different scripts based on Call Type and Prefix Match
    • Lab 04 – Routing Call Based on CLID and Dialed Number
    • Lab 05 - Requalify Call Type - Routing calls to another script
    • Lab 06 – Use GotoScript to route calls to different scripts
    • Lab 07 – Creating Time of Day Routing
    • Lab 08 – Distribute call load using Percentage Allocation
    • Lab 09 – Routing Calls using Skills Group using LAA Method
    • Lab 10 – Routing calls to Services using Service Node




    • Lab 1 - Introducing to Cisco UCCE Troubleshooting Utilities
    • Lab 2 - Preparing and Configuring RTMT To Troubleshoot UCCE and CVP
    • Lab 3 - Learn to use Unified System CLI to troubleshoot UCCE
    • Lab 4 - Using RTTEST command to troubleshoot UCCE Platform
    • Lab 5 - How to use Dumplog to analyst Logs
    • Lab 6 - Using OPCTest Command to See PG Status
    • Lab 7 - Using OPCTest To List Calls and Identify particular calls
    • Lab 8 - Using OPCTest Utility to gather Agent Statistic
    • Lab 9 - Troubleshooting Cisco UCCE Call Flow
    • Lab 10 - Learn To Isolate Switch Leg Issues for UCCE and CVP
    • Lab 11 - Learn To Isolate VRU Leg for UCCE and CVP
    • Lab 12 - Learn How To Isolate Subsequent Warm Transfer Fault
    • Lab 13 - Utility - How to run EMSMON Utility
    • Lab 14 - Troubleshooting Shutdown Error for Router
    • Lab 15 - Learn to Troubleshoot Finnese Out Of Service Issue
    • Lab 16 - How to Set Trace Settings and Log Collection
    • Lab 17 - How To Set Trace and Log Collections on Cisco Finesse
    • Lab 18 - Setup Trace Settings and Log Collection on CVP
    • Lab 19 - Setting Trace and Logs Collection for Virtualized Voice Browser
    • Lab 20 - Utility - Troubleshooting using EMSMON Agent PG Not Active
    • Lab 21 - Troubleshooting UCCE - Client gets fast busy when dialed DN
    • Lab 22 - Troubleshoot UCCE Call - Gateway Not Found - Customer calls are failing every now
    • Lab 23 - Call Fails with Error Message Not Found, GW Call using SURV TCL Flag
    • Lab 24 - Troubleshooting Calls - Agent Reserve But Call Is Not Connected
    • Lab 25 - The device associated with that extension or dial number invalid - Part 1





    • Chapter 1.0 - Overview of Cisco Unified Call Studio - Lecture
    • Chapter 2.0 - Getting Started with Creating Basic Application
    • Chapter 20 - Creating your own local Action Element using Java API with Customized Parameter
    • Chapter 3.0 - Overview of Elements View
    • Chapter 4.0 - Integrating Cisco Unified ICM Scripts with Cisco CVP Call Studio Scripts
    • Chapter 5.0 - My First Integrated Service Application
    • Chapter 6.0 - Subdialog Element
    • Chapter 7.0 - Audio Element and its settings
    • Chapter 8.0 - Decision Element and Its settings
    • Chapter 9.0 - Creating basic Text To Speech Scripts with TTS Server
    • Chapter 10 - Creating Menu-Driven Application with TTS and Audio Files
    • Chapter 11 - Overview of Number Capture Element
    • Chapter 12 - Overview of Record Element and Configurations
    • Chapter 13 - Overview Database Element and Its Configurations
    • Chapter 14 - Overview of Call Studio - Session API
    • Chapter 15 - Cisco CVP Java Class - Call Start Action and Call End Action
    • Chapter 16 - Creating CVP Scripts with a Java Class Standard Action and Decision Element
    • Chapter 17 - Creating Cisco CVP Call Studio Script with Mathematical Expression
    • Chapter 18 - Create a Standard Action Element using Java API
    • Chapter 19 - Creating a Decision Action Element using Java API
    • Chapter 20 - Creating your own local Action Element using Java API with Customized Parameter
    • Chapter 21 - Creating your own local Decision Element using Java API with Customized Parameter
    • Chapter 22 - Creating your own local Decision Element using Java API with Param
    • Chapter 23 - How to manage large Cisco Call Studio Scripts using Page and Page Connector
    • Chapter 24 - Creating Customized Parameter for Custom VoiceElement
    • Chapter 25 - Overview of Google Dialogflow and CVP Integration
    • Chapter 26 - Cisco CVP DialogFlow - Preparing Google Cloud For CVP Virtual Agent



  • Chapter 1 - Introduction to AWS Connect Part 1
  • Chapter 1 - Introduction to AWS Connect Part 2
  • Chapter 2 - Amazon AWS Connect Architecture - Part 1
  • Chapter 2 - Amazon AWS Connect Architecture - Part 2
  • Chapter 2 - Amazon AWS Connect Architecture - Part 3
  • Chapter 3 - Setting up your first AWS Connect Cloud Contact Center
  • Chapter 4 - Overview and Configuration of Amazon AWS Contact Flow
  • Chapter 5 - Creating Flow Module to Manage Contact Flow
  • Chapter 6 - Managing Prompts in Amazon AWS Connect with Poly, S3 and SSML
  • Chapter 7 - Managing Transfer in Amazon AWS Connect
  • Chapter 8 - Overview of Amazon AWS Connect Rule
  • Chapter 9 - Basic Overview of Amazon Lex
  • Chapter x10 - Creating Amazon Connect Customer Profile
  • Chapter 11 - AWS Connect Queues and Routing Profiles Lab
  • Chapter 12 - Building ChatBot using Amazon Lex For Connect
  • Chapter 13 - Creating AWS Connect Contact Flow with Lex Bot
  • Chapter 14 - Creating CloudWatch Logs for Amazon Lex Bot activity
  • Chapter 15 - Integrating Amazon Connect with DynamoDB and Lambda
  • Chapter 16 - Amazon Connect Lambda Integration - Pull Records from Database
  • Chapter 17 - Amazon Connect Store Customer Input and Authenticate Client
  • Chapter 18 - How to use Check and Set Contact Attributes with Lambda Functions
  • Chapter 19 - Creating Contact Flow with Routing Priority and age time
  • Chapter 20 - Managing Agent Status and Security Profile
  • Chapter 21 - Creating Amazon Connect Flow for Call Recording


Genesys Cloud CX: Implementation

  • Chapter 1.1 - Overview of the Genesys Cloud CX Platform 
  • Chapter 1.2 - Licensing in Genesys Cloud CX Contact Center 
  • Chapter 2.1 - Genesys Cloud CX Overview 
  • Chapter 2.2 - Accessing Genesys Cloud CX 
  • Chapter 3.1 - Overview of Configurations Genesys Cloud 
  • Chapter 3.2 - Location Configuration
  • Chapter 3.3 - User Profile Configuration
  • Chapter 3.4 - Adding People to the Contact Center
  • Chapter 3.5 - Organizing People
  • Chapter 3.6 - Data Management in Genesys Cloud CX
  • Chapter 4.1 - Features of Genesys Cloud CX Communicate
  • Chapter 4.2 - Genesys Cloud CX Telephony Overview v2
  • Chapter 4.3 - Genesys Cloud CX Telephony Configuration Setup
  • Chapter 4.4 - Trunks in Genesys Cloud CX
  • Chapter 4.5 - Sites in Genesys Cloud CX
  • Chapter 4.6 - Edges in Genesys Cloud CX
  • Chapter 4.7 - Functions an Edge Provides
  • Chapter 4.8 - Edge Configuration
  • Chapter 4.9 - Phone Management in Genesys Cloud CX
  • Chapter 4.10 - DIDs in Genesys Cloud CX
  • Chapter 4.11 - Extensions in Genesys Cloud CX
  • Chapter 4.12 - Relationship Between Locations, Sites, Edges, and Edge Group
  • Chapter 4.13 - Architect Features in the Communicate License
  • Chapter 5.1 - Importance of Number Plans and Outbound Routes Configuration
  • Chapter 5.2 - Customizing Number Plans and Outbound Routes
  • Chapter 6.1 - Genesys Cloud Telephony and System Basics Setup
  • Chapter 6.2 - Managing Agent, Role and Permission
  • Chapter 6.3 - Managing Queue in Genesys Cloud CX
  • Chapter 7.0 - Genesys Cloud Edge - BYOC Premises and Edge Introductory Concepts
  • Chapter 8.0 - Genesys Cloud- Edge - BYOC Premise Configuration


 

Genesys Cloud Contact Center

  • Chapter 1 - Genesys Cloud Platform
  • Chapter 2 - The Basics of Genesys Cloud Contact Center Administration
  • Chapter 3 - Automatic Call Distribution Part 1
  • Chapter 3 - Automatic Call Distribution Part 2
  • Chapter 3 - Automatic Call Distribution Part 3
  • Chapter 3 - Automatic Call Distribution Part 4
  • Chapter 3 - Automatic Call Distribution Part 5
  • Chapter 4 - Supervisor Tools
  • Chapter 5 - Managing Roles, Permission and Division in Genesys
  • Chapter 6 - The Genesys Cloud Architect
  • Chapter 7 - Scripting in Genesys Cloud Contact Center
  • Chapter 8 - Outbound Dialing
  • Chapter 9 - Quality Management In the Contact Center
  • Chapter 10 - Workforce Management in The Contact Center

Genesys Cloud Contact Center Video Lab

  • Lab 1 - Creating Skills and Language for Agent
  • Lab 2 - Creating Wrap-up Code for Agent to Select
  • Lab 3 - Creating and Configure ACD Queues in Genesys Contact Center
  • Lab 4 - Using Utilization to Limit Capacity in Omnichannel
  • Lab 5 - Creating Email Domain and Email Address To Route Calls to Queue
  • Lab 6 - Creating Alert Rule To Notify Supervisor When Agent Away
  • Lab 7 - Using Performance Workspace Supervisor Manage Queue
  • Lab 8 - Creating and Recording Prompt in Genesys Contact Center
  • Lab 9 - Creating and Managing Hold Music in Genesys
  • Lab 11 - Creating Basic Scripts in Genesys 

Genesys Cloud Architect Lecture

  • Chapter 1 - Overview of Genesys Architect
  • Chapter 2 - Overview and Demonstration of Admin Interface
  • Chapter 3 - Overview of Variable and Prompts
  • Chapter 4 - Prepare Prerequist to Create First Call Flow
  • Chapter 5 - Creating and Managing Schedules in Genesys

Genesys Cloud Architect Video Lab 

  • Lab 1 - Preparing Genesys Contact Center for Architect Flow
  • Lab 2 - Configure Inbound Call Flow for Travel Agency
  • Lab 3 - Configuring Schedules to Define Working and After Hours
  • Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
  • Lab 5 - Creating In-Queue Flow When Agent Not Available
  • Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
  • Lab 7 - Creating an outbound call flow in Genesys Contact Center
  • Lab 8 - Creating Inbound Email To Send Email to Agent 


Genesys Contact Center Scripting Lecture

  • Chapter 1 - Introduction Genesys Scripting
  • Chapter 2 - Navigating Through Genesys Script Workspace
  • Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
  • Chapter 4 - Creating a Basic Outbound Script With Contact List
  • Chapter 5 - Features of Genesys Script Management
  • Chapter 6 - Working with Static and Dynamic Variable in Scripts
  • Chapter 7 - Using Action Button to define task or work in Scripts
  • Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
  • Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts
  • Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent

Genesys Cloud Architect Lecture

  • Chapter 1 - Overview of Genesys Architect
  • Chapter 2 - Overview and Demonstration of Admin Interface
  • Chapter 3 - Overview of Variable and Prompts
  • Chapter 4 - Prepare Prerequist to Create First Call Flow
  • Chapter 5 - Creating and Managing Schedules in Genesys

Genesys Cloud Architect Video Lab 

  • Lab 1 - Preparing Genesys Contact Center for Architect Flow
  • Lab 2 - Configure Inbound Call Flow for Travel Agency
  • Lab 3 - Configuring Schedules to Define Working and After Hours
  • Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
  • Lab 5 - Creating In-Queue Flow When Agent Not Available
  • Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
  • Lab 7 - Creating an outbound call flow in Genesys Contact Center
  • Lab 8 - Creating Inbound Email To Send Email to Agent 


 

Genesys Contact Center Scripting Lecture

  • Chapter 1 - Introduction Genesys Scripting
  • Chapter 2 - Navigating Through Genesys Script Workspace
  • Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
  • Chapter 4 - Creating a Basic Outbound Script With Contact List
  • Chapter 5 - Features of Genesys Script Management
  • Chapter 6 - Working with Static and Dynamic Variable in Scripts
  • Chapter 7 - Using Action Button to define task or work in Scripts
  • Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
  • Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts
  • Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent

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